BANKING BASICS
What must you do if a customer tells you they want to escalate a concern/complaint on their own?
Provide them with "If you have a complaint" brochure (located at branch legal stand)
Under what circumstances can you refuse to open a new personal account under ABBS? What must you do when this happens?
- can't provide acceptable ID
- refuses to disclose verbally or in writing: name, address, occupation and DOB.
- provide Letter of Refusal
Newer staff answer only
Where is the vault alarm located?
And describe the emergency release mechanism and how it works
Left hand side when you walk into the vault beside the door
Follow the 2 instructions on the door
What do you provide a customer asking about conventional versus collateral charge mortgages?
"What you need to know about mortgage security" form found in branch legal stand. You must KNOW and UNDERSTAND what is on the form
What verbal disclosures are required to be provided to the customer before obtaining consent for ODP? What are the written disclosures?
- explain features and obtain customer verbal consent
- print application and obtain signature
- ODP consent form must be signed by all account holders
What should you do if a customer believes their privacy was breached by TD?
Junior staff MUST refer to Senior officer or manager. Senior staff MUST be familiary with privacy intranet site and should try to resolve complaint; if not escalate to Customer care
When can you refuse to cash a federal government cheque? What form must you provide?
- insufficient ID as outlined in ABBS
- confirmed alteration/counterfeit/fraud
- provide Letter of Refusal
What steps do you follow when you receive wire payment instructions by email or fax?
Cannot process either. In exceptional circumstances only, BM "may" approve faxed instructions
What five written disclosures are required when opening a new personal savings or chequing account?
- FSA (if not on file)
- FST
- About our interest calculations
- About our accounts and related services
- CDIC disclosure form
CEAs only DAILY DOUBLE
What disclosure is required when switching plan types on a deposit account?
- monthly fees
- transaction limits
- features and benefits of new plan
- provide "Financial Services Terms"; "About our Accounts and related services"; "About our interest calculations"
What document must you provide a customer when issuing an access card? What sections do you review with them?
EASYACCESS CUSTOMER CONFIRMATION form.
Sections to review (all sections with bolded line in margin):
- security and confidentiality of card and PIN
- your liability for transactions
- our liability for transactions
- limits
- resolving disputes
- if you have a problem or concern
What should you do if any of the following occurs?
- Customer claims rights to access her personal information under PIPEDA or TD Privacy Code
- Customer asks for "all information"
Customer asks for personal info that crosses multiple LOB and the information is unavailable at your location
- Customer wants copy of Credit Bureau report
- Customer wants access to information that branch deems "unreleasable" by the branch such as credit score and account messages
Complete PIAR (personal information access request) form. Must be completed within 30 days
Newer staff only
What is the procedure in the event of a robbery?
Let robber know you will go to get cash at CRU and point where you're going.
At CRU, use F12 dispense key for $200.
Combine with decoy in a clear plastic bag.
Walk away and remove yourself once the cash is handed over.
Follow robber's instructions throughout.
After robber has left, notify manager immediately.
DAILY DOUBLE
What verbal disclosures must you make when opening an RSP?
and
What verbal and written disclosures are required when selling a traditional and MG GIC?
What must you verbally disclose for MG GIC?
- All charges applicable; any fee changes subject to 60 days notice in writing; CPR process
- Confirmation of Investment: interest rate, when it is paid, term start and end date, any other applicable charges, redeemable?, CDIC eligibility, maturity instruction,
- For MG GIC, verbal review of Section 3 & 4 required
What disclosures are required when increasing a credit limit on a Credit card?
- PRINT and provide ALL of the following:
- all interest rates
- all non interest fees
- Interest grace period/when interest accrues
- Ask the customer " Do you consent to us providing you with (product name) on the terms we have disclosed to you?"
If a customer deposits one or more cheques and you place a full hold on it, will the customer be able to access any of the funds?
immediate access to the first $100 of EACH cheque deposits to a PERSONAL account.
Does not apply to SBB account.
What are the essential elements that must be included in LCTR and UTR submissions?
- WHO is conducting the transaction
- WHEN the unusual activity took place
- WHERE it took place
- WHAT instruments/mechanisms are being used to facilitate the activity (UTR only)
- WHY is it unusual (UTR only)
Note: Bank employees are OBLIGATED to report ALL suspicious activity (casn and non-cash)
If a customer is receiving emails/texts from TD that promote products and services, and they request to unsubscribe on their behalf, where do you go to process this?
E-consent Tool via:
B-Web > More Tools > Administration > EPC Tool
TD is prohibited from entering into relationship with what types of business customers? Where can you find a list of high risk industries?
- shell banks
- internet or gaming organizations
- marijuana dispensaries
Find in EDD policy/SBB AML
If a customer wants to do a credit card product transfer, what do you do?
- PRINT and provide ALL of the following:
- all interest rates
- all non interest fees
- Interest grace period/when interest accrues
- PRINT and have customer SIGN Product transfer form
What are the current hold funds guidelines?
Account opened less than 90 days -- 5 day hold
Account opened greater than 90 days -- up to $1500 -- 4 day hold
Account opened greater than 90 days -- greater than $1500 -- 5 day hold
Cheques issued in USD drawn on Cdn FI -- 5 day hold
Cheques drawn on US FI -- 15 day hold
Cheques drawn on FI outside Canada/USA -- 30 day hold
What is the process for accepting mail deposits?
Record the date, account number, name and amount on the "daily record of mail deposits" form. Pass the mail deposit to the appropriate person for processing and both initial
What transactions can we complete for non-customers and what are the limits?
Bill and credit card payments
Foreign exchange
Cash exchange
Sale of Provincial/Federal Bonds
Limits up to $1500 CDN equivalent; or up to $2999 CDN equivalent with supervisor approval. Must provide statement for credit cards.
What KYC information is required for all Registered products and what is acceptable proof of enrollment for a term RESP withdrawal?
KYC info:
subscriber name, address, SIN + beneficiary name, address, gender, SIN, DOB + Primary caregiver name, address, SIN + FSA on file
Proof of enrollment:
letter of enrollment; tuition invoice; statement of account; transcript; timetable
What disclosures (verbal and written) are required when selling a Credit card product?
- PRINT and provide ALL of the following:
- all interest rates
- all non interest fees
- Interest grace period/when interest accrues
- if TD aeroplan card, explain additional privacy terms in the "Additional TD Aeroplan Disclosure"
- Ask the customer " Do you consent to us providing you with (product name) on the terms we have disclosed to you?"
- if FullApp, have client sign Privacy agreement and Credit Application